About BNP Paribas India Solutions:
Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union’s leading bank with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 10000 employees, to provide support and develop best-in-class solutions.
About BNP Paribas Group:
BNP Paribas is the European Union’s leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group’s commercial & personal banking and several specialised businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability
Commitment to Diversity and Inclusion
At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.
About Business line/Function:
ITGP Global Digital Working
ITGP Global Digital Working is responsible to provide IT Services to our clients ensuring a Digital
Marketing evolution, in a secured and performant environment and with a reliable quality. This function includes infrastructures (Active Directory, Messaging, Instant Messaging, Desktop) as well as element of the global services organization.
Job Title:
Senior Support Analyst – Genesys Administration
Date:
06-Feb-2025
Department:
ITG Workspace
Location:
Chennai
Business Line / Function:
Workspace
Reports to:
(Direct)
Grade:
(if applicable)
NA
(Functional)
Number of Direct Reports:
NA
Directorship / Registration:
NA
Position Purpose
Provide a brief description of the overall purpose of the position, why this position exists and how it will contribute in achieving the team’s goal.
Genesys Cloud is the chosen solution for remote media in the group.
The role of the Genesys Cloud Support Administrator will be to perform the operational maintenance of the Genesys Cloud CX solution. His mission will be to monitor, resolve and diagnose operational incidents on the solution.
Responsibilities
Direct Responsibilities
- Maintain the Genesys architecture in operational condition, as well as its adhesions (API interconnections).
- Provide technical assistance on the solution, escalation and incident follow-up.
- Analyze the path of a call in order to diagnose an incident.
- Analyze misunderstandings around reporting and provide answers to customers.
- Understand the development carried out in the Architect module, to better support our clients.
- Assistance with the implementation of Genesys Dashboard and report (statistical indicators, banners).
Contributing Responsibilities
Technical & Behavioral Competencies
1. Technical Skills:
Proficiency in the Genesys Cloud solution (maintenance and operation)
You have between 3 and 5 years of experience on the Genesys solution, IVRs
Knowledge of the world of Helpdesk support and associated processes (ITIL)
2.Soft skills:
· Good written and spoken English
· Measure and identify areas for improving Quality and overall Delivery
· Good Team Player
· Analytical minded, detail-oriented, and self-motivated
· Customer minded
3.Personal Attributes:
· Have a good knowledge of the world of IT support
· Client Focused.
· Strong attention to details
· Proactive and pragmatic approach with a strong ability to work on own initiative.
· Ownership of work and commitment to delivery
· Strong problem-solving skills
· Ability to operate with demanding Senior IT Management
· Team oriented
· Adaptability and strong prioritization skills.
· Self-motivated, organized, and detail oriented.
· Ability to work in a team and collaborate efficiently with technical and business teams.
· Ability to work in a team and collaborate efficiently with technical and business teams
Specific Qualifications (if required)
· Genesys Cert Prof Developer
· Genesys Cert Prof Support
Skills Referential
Behavioural Skills: (Please select up to 4 skills)
Client focused
Creativity & Innovation / Problem solving
Critical thinking
Ability to deliver / Results driven
Transversal Skills: (Please select up to 5 skills)
Analytical Ability
Ability to understand, explain and support change
Ability to develop and adapt a process
Ability to develop and leverage networks
Choose an item.
Education Level:
Bachelor Degree or equivalent
Experience Level
At least 5 years
Other/Specific Qualifications (if required)